Billing questions can be confusing but having clear answers makes all the difference! This article addresses some of our most frequently asked questions to help you navigate invoices, payments, and Roundtrip offerings with ease.

For any billing or invoice questions, please email our Billing Team directly at billing@roundtriphealth.com.

Depending on how your organization is configured, there are a couple of methods for receiving invoices. For more information, please see this dedicated article on receiving and accessing invoices.

The Trip Details File contains detailed information about your transportation costs. This file provides a monthly breakdown of cost information and contains details like vehicle type, programs, patient names, and location.

All Trip Details Files are stored on a secure Sharepoint site and must be downloaded before they can be edited or filtered. The direct link to download the Trip Details File can be found in the upper right hand corner of your invoice.

Filtering allows you to display only the rows that meet specific criteria, hiding the rest. This is useful for focusing on relevant data within a larger dataset and making it easier to analyze or present information.

Download your Trip Details File and open it. Click the row number to highlight the row of headers.

Click the Sort & Filter icon. Choose Filter. The All Trip Detail headers are now filters.

Click the drop down arrow next to the column header and choose what criteria you want to filter by. When filtering multiple columns, the data displayed will be the subset of rows that meet the criteria specified in all the applied filters. Filter by all columns, including by Hospital or Program.

The cost for each ride can be found in the Total Tx column. Total Tx also includes missed connection fees. The exact amount of each fee is noted in the Billing Notes.

Comparing the Total Tx column with Billing Notes can help you understand if a ride includes a missed connection fee and if a ride was redispatched or not. If the Total Tx column is equal to the missed connection fee in the Billing Notes, then the ride was not redispatched. If the Total Tx is higher, it suggests that after the first missed connection, the ride was redispatched, and so Total Tx includes transportation cost and = missed connection fees.

To find the total cost for a group of cells, like finding the total cost of all rideshare rides for riders in a certain program, set your filters. The total will appear on your status bar at the bottom of your spreadsheet. Learn more about finding the sum in this article: SUM function - Microsoft Support

Rideshare fees are set by the rideshare provider and may vary with mileage and other criteria.

Your organization may opt to add a credit card on file for payment. Please note, a 5% service fee is applied for any payments processed via credit card.

To remit payment via ACH, please review to the details below to setup your payment:

Your organization’s credit card information can be reviewed or updated within the Roundtrip Payment Portal - follow these steps to continue:

If you have a question related to a specific ride, please email our Support Team at rideQA@roundtriphealth.com for further investigation. Please include the following information in your request:

For concerns related to an entire invoice or other charges, please reach out to billing@roundtriphealth.com and include the following information:

Please reach out to your account manager directly to discuss any specific contract or subscription changes.